Remote response system and remote response method

Abstract

To provide a remote reception system capable of displaying an image of a remote receptionist located at a location away from a facility as if the receptionist were a receptionist located inside the facility.SOLUTION: A remote reception system 10 includes: a transparent plate 40 that divides a first area where a visitor is located and a second area where a real on-site receptionist is located, in a facility; a display unit 41 that displays an image of a remote receptionist located at a location away from the facility on the transparent plate 40; and a first call system 50 that outputs a voice of the remote receptionist in the facility and acquires a voice and an image of the visitor to transmit them to an information terminal 20 used by the remote receptionist.SELECTED DRAWING: Figure 2

Description

[Technical field]

[0001] The present invention relates to a remote response system and a remote response method. [Background technology]

[0002] Technologies that allow multiple users to communicate remotely, such as video conferencing systems, are attracting attention. Patent Document 1 discloses a reception system for an apartment complex that allows face-to-face, two-way conversation between each entrance of the complex and a centralized management center. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2001-298732 A Summary of the Invention [Problem to be solved by the invention]

[0004] The present invention provides a remote response system and a remote response method capable of displaying an image of a remote responder located away from a facility as if the remote responder were located within the facility. [Means for solving the problem]

[0005] A remote response system according to one embodiment of the present invention comprises a transparent plate separating a first area within a facility where a visitor is located from a second area within the facility where a real responder is located, a display unit that displays an image of a remote responder located away from the facility on the transparent plate, and a call unit that outputs the voice of the remote responder within the facility and acquires the voice and image of the visitor and transmits them to an information terminal used by the remote responder.

[0006] A remote response method according to one embodiment of the present invention includes a display step of displaying an image of a remote responder located away from a facility on a transparent plate that separates a first area within a facility where a visitor is located from a second area within the facility where a real responder is located, and a call step of outputting the voice of the remote responder within the facility and acquiring the voice and image of the visitor and transmitting them to an information terminal used by the remote responder. Effect of the Invention

[0007] A remote response system and a remote response method according to an aspect of the present invention can display an image of a remote responder located away from a facility as if the responder were located within the facility. [Brief description of the drawings]

[0008] [Figure 1] FIG. 1 is an external view of a lobby to which a remote response system according to an embodiment of the present invention is applied. [Diagram 2] FIG. 2 is a second diagram showing the configuration of the remote response system according to the embodiment. [Diagram 3] FIG. 3 is a sequence diagram of an operation example of the remote response system according to the embodiment. [Figure 4] FIG. 4 is an external view of a transparent plate on which an image of a remote attendant is displayed. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0009] Hereinafter, the embodiments will be described in detail with reference to the drawings. Note that the embodiments described below are all comprehensive or specific examples. The numerical values, shapes, materials, components, component arrangement and connection forms, steps, and order of steps shown in the following embodiments are merely examples and are not intended to limit the present invention. In addition, among the components in the following embodiments, components that are not described in the independent claims will be described as optional components.

[0010] In addition, each drawing is a schematic diagram and is not necessarily a precise illustration. In each drawing, the same reference numerals are used for substantially the same configurations, and duplicated explanations may be omitted or simplified.

[0011] (Embodiment) [composition] First, the configuration of a remote response system according to an embodiment will be described. Fig. 1 is an external view of a lobby to which a remote response system according to an embodiment is applied. Fig. 2 is a diagram showing the configuration of a remote response system according to an embodiment. Fig. 1 is a front view of a lobby 100 of an accommodation facility to which a remote response system 10 is applied, and Fig. 2 is a schematic view of the lobby 100 as seen from the side.

[0012] The remote response system 10 is a system that can support a person in a location remote from an accommodation facility to respond to visitors (guests) in a lobby 100 or the like of the accommodation facility. Hereinafter, a person in a location remote from the accommodation facility will be referred to as a remote person in order to distinguish the person from a local person who is an employee of the accommodation facility and is actually present within the accommodation facility. As shown in FIG. 1 and FIG. 2, the remote response system 10 includes an information terminal 20, a control terminal 30, a transparent plate 40, a first call system 50, a second call system 60, a mobile terminal 70, a purification device 71, a lighting device 72, a human detection sensor 73, an external call system 80, and a reservation management system 90.

[0013] The information terminal 20 is an information terminal used by a remote attendant and is placed outside the accommodation facility. Specifically, the information terminal 20 is an information terminal for the remote attendant to make a video call with a visitor located within the accommodation facility. The information terminal 20 is, for example, a portable information terminal such as a smartphone or a tablet terminal, but may also be a stationary information terminal such as a personal computer. The information terminal 20 includes an input receiving unit 21, a display 22, a communication unit 23, an information processing unit 24, a storage unit 25, a camera 26, a microphone 27, and a speaker 28.

[0014] The input reception unit 21 receives input (input operation) from a remote attendant. The input reception unit 21 is realized by, for example, a mouse, a keyboard, or a touch panel.

[0015] The display 22 displays an image (moving image) of the visitor in the video call. The display 22 is realized by a display panel such as a liquid crystal panel or an organic EL panel.

[0016] The communication unit 23 is a communication circuit (communication module) for the information terminal 20 to communicate with the control terminal 30 via a wide area communication network. The communication unit 23 transmits video information and audio information to the control terminal 30 during a video call, for example, and receives video information and audio information from the control terminal 30. The communication performed by the communication unit 23 is, for example, wired communication, but may be wireless communication. There is no particular limitation on the communication standard of the communication performed by the communication unit 23.

[0017] The information processing unit 24 processes information related to the video call. The information processing unit 24 is realized, for example, by a microcomputer, but may also be realized by a processor. The functions of the information processing unit 24 are realized, for example, by the microcomputer or processor constituting the information processing unit 24 executing a computer program stored in the storage unit 25.

[0018] The storage unit 25 is a storage device that stores information necessary for a video call, computer programs executed by the information processing unit 24, etc. The storage unit 25 is realized by, for example, a semiconductor memory.

[0019] The camera 26 is a camera that captures an image of a remote respondent during a video call. The camera 26 is realized by an image sensor or the like. The microphone 27 captures the voice of the remote respondent during a video call. The speaker 28 outputs the voice of a visitor who visits the accommodation facility during a video call.

[0020] Next, the control terminal 30 will be described. The control terminal 30 is an information terminal that enables a visitor who visits the lobby 100 of the accommodation facility to make a video call with a remote attendant. The control terminal 30 is, for example, a computer (such as a home server) installed in the accommodation facility. The control terminal 30 includes a communication unit 31, a control unit 32, and a storage unit 33.

[0021] The communication unit 31 is a communication circuit (communication module) for the control terminal 30 to communicate with the information terminal 20 via a wide area communication network. The communication unit 31 transmits video information and audio information to the information terminal 20 during a video call, for example, and receives video information and audio information from the information terminal 20. The communication performed by the communication unit 31 is, for example, wired communication, but may be wireless communication. The communication standard of the communication performed by the communication unit 31 is not particularly limited.

[0022] In addition, the control terminal 30 is capable of communicating with the transparent plate 40, the first communication system 50, the second communication system 60, the mobile terminal 70, the purification device 71, the lighting device 72, and the human detection sensor 73 via a local communication network (a wireless communication network or a wired communication network).

[0023] The control unit 32 performs control related to the video call. The control unit 32 is realized, for example, by a microcomputer, but may also be realized by a processor. The functions of the control unit 32 are realized, for example, by the microcomputer or processor constituting the control unit 32 executing a computer program stored in the storage unit 33.

[0024] The storage unit 33 is a storage device that stores information necessary for a video call, a computer program executed by the control unit 32, etc. The storage unit 33 is realized by, for example, a semiconductor memory.

[0025] The transparent plate 40 is a transparent board erected on a counter 101 (desk) in a lobby 100 of the accommodation facility. The transparent plate 40 is used as a partition that separates a first area where the visitor is located from a second area in the counter 101 (area where the on-site attendant (the accommodation facility employee) is located). The transparent plate 40 is formed of a transparent material such as acrylic resin. Such a transparent plate 40 can prevent the spread of infectious diseases caused by droplets when the on-site attendant and the visitor are talking. As a countermeasure against other infectious diseases, wet towels or a hand sanitizer (sprayer) may be placed on the counter 101.

[0026] The transparent plate 40 also includes a display unit 41 and functions as a transparent display. A transparent display can display an image through which the background can be seen. The display unit 41 is realized by an organic EL panel or the like. The display unit 41 displays an image of a remote party in a video call (an image captured by the camera 26 of the information terminal 20).

[0027] The first call system 50 is an example of a call section, and is a system for video calls connected to the control terminal 30. The first call system 50 is installed, for example, on the first area side of the transparent plate 40, but may be installed around the transparent plate 40. The first call system 50 has a function of outputting the voice of the person who answers the phone, and a function of acquiring the voice and video of the visitor to the accommodation facility and transmitting them to the information terminal 20 (via the control terminal 30).

[0028] Specifically, the first call system 50 includes a camera 51 that captures video of the visitor, a microphone 52 that captures the visitor's voice, a speaker 53 that outputs the voice of the remote attendant to the visitor (voice captured by the microphone 27 of the information terminal 20), and a body temperature sensor 54 that measures the visitor's body temperature non-contact.

[0029] The second call system 60 is a system for video calls connected to the control terminal 30. The second call system 60 is installed, for example, on the second area side of the transparent plate 40, but may be installed in the periphery of the transparent plate 40.

[0030] Specifically, the second call system 60 includes a microphone 61 for acquiring the voice of the on-site attendant located within the counter 101 of the lobby 100, and a speaker 62 for outputting the voice of the visitor to the on-site attendant. The second call system 60 is provided to prevent the on-site attendant from having difficulty in hearing the voice of the visitor, and to prevent the visitor from having difficulty in hearing the voice of the on-site attendant, due to the presence of the transparent plate 40. The control unit 32 of the control terminal 30 can switch between a first mode operation in which the first call system 50 is used for a video call with the information terminal 20, and a second mode operation in which the first call system 50 is used for a direct call with the second call system 60.

[0031] The mobile terminal 70 is a portable information terminal that is placed around the transparent plate 40 (on the first area side of the transparent plate 40) and into which a visitor can input information by handwriting. The mobile terminal 70 is specifically a tablet terminal, and is used, for example, for a visitor to enter a signature or the like with a stylus pen when checking in.

[0032] The purifier 71 is a device that purifies the periphery of the lobby 100. The purifier 71 is installed, for example, inside the counter 101, and sterilizes the air in the surrounding space by releasing a mist of hypochlorous acid water into the surrounding space. The purifier 71 may be installed outside the counter 101. The purifier 71 may purify the air in the space by collecting air in the space, sterilizing the collected air with hypochlorous acid water, and discharging it into the space. The purifier 71 may purify the air in the space by a means other than hypochlorous acid water, such as ozone.

[0033] The purifier 71 may also purify the space by discharging charged fine water particles into the space. In this case, the purifier 71 generates nanometer-sized charged fine water particles containing hydroxyl radicals by supplying water to a discharge electrode and electrostatically atomizing the water. The purifier 71 may also purify the space by discharging positive and negative air ions into the space. In this case, the purifier 71 discharges ions into the air by corona discharge or plasma discharge, and combines the ions with components in the air to generate active species.

[0034] The term "purification" here can be rephrased as "sterilization," etc. Sterilization here means reducing the effectiveness of infectious substances such as viruses or bacteria, for example, reducing the number of infectious substances.

[0035] The lighting device 72 is a device that illuminates the inside of the accommodation facility. In the example of Fig. 2, the lighting device 72 is, for example, a lighting device that illuminates the lobby 100, but may be a lighting device that illuminates the guest rooms, or may be a lighting device that illuminates the path from the lobby 100 to the guest rooms. The lighting device 72 is, for example, a base light, but may also be a ceiling light, a down light, a pendant light, a spotlight, or a bracket light.

[0036] The human detection sensor 73 detects the presence or absence of people in the first area and the second area (i.e., the presence or absence of the on-site attendant and the visitor, respectively). The human detection sensor 73 is realized by, for example, a wide-angle camera, but may also be realized by an active infrared sensor or a pyroelectric sensor.

[0037] The external call system 80 is a system for video calls used by a person located away from the accommodation facility, and is arranged outside the accommodation facility. The external call system 80 is installed in, for example, a medical facility, and used by medical personnel. The external call system 80 is, for example, a portable information terminal such as a smartphone or a tablet terminal, but may also be a stationary information terminal such as a personal computer. The external call system 80 includes a camera 81, a microphone 82, and a speaker 83.

[0038] The reservation management system 90 is a system for managing the reservation status of guest rooms of accommodation facilities, and is located outside the accommodation facilities.

[0039] [Example] Next, a description will be given of an example of the operation of the remote response system 10. FIG.

[0040] First, the control unit 32 of the control terminal 30 turns on the purification device 71 (S11) to purify the space around the lobby 100 (around the transparent plate 40). The control unit 32 can turn on the purification device 71 by, for example, transmitting a control signal to the purification device 71 via the local communication network.

[0041] The control unit 32 constantly turns on the purifier 71, but may turn on the purifier 71 only when there are people around the lobby 100 based on the detection result of the human detection sensor 73. The control unit 32 may also turn on the purifier 71 with a purification intensity according to the number of people around the lobby 100 based on the detection result of the human detection sensor 73.

[0042] Next, when the control unit 32 determines based on the detection result of the human detection sensor 73 that the local attendant is absent in the counter 101 (second area) and that a visitor is present in the lobby 100 (first area) (S12), the control unit 32 starts a video call between the information terminal 20 and the first call system 50 (S13). During the video call, the display unit 41 displays the image of the remote attendant captured by the camera 26 on the transparent plate 40. That is, when the human detection sensor 73 detects that no person is present in the second area, the control unit 32 causes the display unit 41 to display the image of the remote attendant. FIG. 4 is an external view of the transparent plate 40 on which the image of the remote attendant is displayed. As shown in FIG. 4, the image 42 of the remote attendant is displayed, for example, in life-size.

[0043] As described above, the remote responder is a responder located at a location away from the accommodation facility where the transparent plate 40 is installed, such as an employee (including a part-time employee) working at home while telecommuting, an employee of an affiliated accommodation facility, etc. Audio and video during the video call are stored, for example, in the memory unit 33 as a response record.

[0044] It is not essential that the video 42 of the remote respondent is displayed when the local respondent is absent, and the video 42 of the remote respondent may be displayed when the local respondent is present. In other words, the process of step S12 may be omitted.

[0045] The remote attendant confirms the visitor's reservation after having a conversation with the visitor (S14). The remote attendant, for example, accesses the reservation management system 90 by performing an input operation on the input reception unit 21 of the information terminal 20, and confirms the visitor's reservation. The visitor may ask the remote attendant to confirm the reservation by handwriting personal information on the mobile terminal 70. Furthermore, in cases where facial images of the person making the reservation are managed in the reservation management system 90, a facial image of the visitor taken by the camera 51 provided in the first call system 50 may be transmitted to the reservation management system 90 and compared with the facial image of the person making the reservation.

[0046] If the face image of the visitor and the customer information of the visitor are stored in the storage unit 33 as a database in association with each other, the control unit 32 can identify the customer information of the visitor based on the face image captured by the camera 51 and the above database, and transmit the identified customer information to the information terminal 20. In other words, the control unit 32 can provide the customer information of the visitor to the remote attendant based on the face image captured by the camera 51.

[0047] The customer information is, for example, information indicating the visitor's preferences, and is information generated based on a questionnaire when the visitor previously visited the accommodation facility. The customer information indicates, for example, what type of bedding the visitor used in the past at the accommodation facility (e.g., a hard pillow was desired). If the customer information is provided to the remote attendant, the remote attendant can provide an appropriate response to the visitor based on the customer information.

[0048] Next, the visitor is prompted by the remote attendant to check his / her body temperature (S15). The body temperature sensor 54 of the first call system 50 measures the visitor's body temperature and transmits body temperature information indicating the measured value of the visitor's body temperature to the information terminal 20 via the control terminal 30.

[0049] The communication unit 23 of the information terminal 20 receives the body temperature information. The information processing unit 24 displays the visitor's body temperature on the display 22 based on the received body temperature information. If the body temperature displayed on the display 22 is relatively high, the remote attendant performs an input operation on the input receiving unit 21 to access the external call system 80 installed in the medical facility and starts a three-way video call (S16). This allows the visitor to receive a medical interview (oral medical check) from a medical professional at the medical facility.

[0050] When the medical interview is completed, the remote attendant performs an input operation on the input receiving unit 21 to cut off communication with the external communication system 80 and resumes the two-way video call with the visitor (S17).

[0051] Next, the remote attendant performs an input operation on the input receiving unit 21 to cause the control terminal 30 to perform a display process of guidance information related to the accommodation facility (S18). The guidance information includes information (such as map information) about other facilities in or around the accommodation facility, information about services that the visitor can receive at the accommodation facility, and information about food to be served to the visitor. For example, the communication unit 31 of the control terminal 30 receives a display command for the guidance information from the information terminal 20, and the control unit 32 causes the display unit 41 to display the guidance information based on the received display command. That is, the display unit 41 displays the guidance information related to the accommodation facility on the transparent plate 40. The guidance information is displayed around the image 42 of the remote attendant so as not to overlap with the image 42 of the remote attendant, for example.

[0052] Next, the remote attendant causes the control terminal 30 to perform an entry process by performing an input operation on the input reception unit 21 (S19). For example, the communication unit 31 of the control terminal 30 receives a card key lending command from the information terminal 20, and the control unit 32 lends the card key to the visitor by causing an automatic card key lending device (not shown) to send the card key based on the received card key lending command.

[0053] In the admission process in step S19, instead of lending a card key, a facial image of the visitor captured by the camera 51 may be registered in the memory unit 33. In this case, the visitor can enter a guest room and move around the accommodation facility by undergoing facial authentication using devices scattered around the accommodation facility.

[0054] Next, the remote attendant performs an input operation on the input reception unit 21 to cause the control terminal 30 to process a call for a porter or a bellman (S20). For example, the communication unit 31 of the control terminal 30 receives a call command from the information terminal 20, and the control unit 32 performs the call process based on the received call command. The call process is realized, for example, by outputting a ring tone from a call speaker (not shown). The call process may also be realized by a mobile terminal (not shown) owned by the porter or bellman. As a result, the visitor is guided to the guest room by the porter or bellman.

[0055] Thereafter, the remote attendant causes the control terminal 30 to control the environment by performing an input operation on the input receiving unit 21 (S21). For example, the communication unit 31 of the control terminal 30 receives an environment control command from the information terminal 20, and the control unit 32 performs environment control based on the received environment control command. For example, the control unit 32 controls the brightness and color temperature of the lighting device 72 by transmitting a control signal to the lighting device 72 provided in the guest room or on the path to the guest room. In other words, the control unit 32 controls the light environment in the accommodation facility.

[0056] The control unit 32 may control an air conditioner (not shown) that adjusts the temperature in the facility. The control unit 32 may also control a fragrance generating device such as an aroma diffuser to control the fragrance in the facility. In other words, the control unit 32 may control the air quality (temperature or fragrance) in the accommodation facility.

[0057] The control parameters in the environmental control of step S21 (such as the brightness and color temperature of the lighting device 72, the set temperature and airflow of the air conditioner, and the strength and type of fragrance emitted by the fragrance emitting device) are specified, for example, by a remote responder, but may also be determined automatically.

[0058] For example, the control unit 32 may estimate the visitor's hometown based on the video (face image) of the visitor captured by the camera 51, and determine the control parameters based on the estimated hometown. The hometown estimation is realized, for example, by using a machine learning model that inputs a face image and outputs the hometown. In this case, the storage unit 33 stores control information in which the hometown is associated with control parameters that people from the hometown would prefer (e.g., visitors from Europe prefer low color temperatures), and the control unit 32 can determine the control parameters based on the estimated hometown and the control information.

[0059] In addition, it is not essential that a machine learning model is used to estimate the hometown. For example, the control unit 32 may identify the visitor's eye color (iris color) from a face image and estimate the visitor's hometown based on the eye color.

[0060] Furthermore, the control unit 32 may estimate the emotion of the visitor based on the video (face image) of the visitor captured by the camera 51, and determine the control parameters based on the estimated emotion. The emotion estimation is realized, for example, using a machine learning model that inputs a face image and outputs the emotion. In this case, the storage unit 33 stores control information in which emotions are associated with control parameters that a person having the emotion would prefer, and the control unit 32 can determine the control parameters based on the estimated emotion and the control information. For example, the control unit 32 can provide a relaxing scent to an irritated visitor.

[0061] Thereafter, the control unit 32 acquires evaluation information indicating the visitor's evaluation of the remote attendant's service (S22). For example, the visitor inputs the evaluation information on the service to an evaluation reception device (not shown) installed in a guest room or an elevator in the accommodation facility, but the evaluation information may also be input to a mobile terminal carried by the visitor. The input evaluation information is acquired by the control unit 32 and stored in the storage unit 33.

[0062] Once the evaluation information is accumulated in the memory unit 33, the control unit 32 can select a remote attendant from among the multiple candidates based on the evaluation information in step S13. For example, the control unit 32 selects, as the remote attendant, the candidate whose evaluation information indicates the best evaluation among the multiple candidates who are available at the start of the processing in step S13. In other words, the control unit 32 can select one of the multiple candidates as the remote attendant based on the evaluation information of the multiple candidates. Note that a premium wage may be paid to the remote attendant with a high evaluation.

[0063] As described above, when a local attendant is not present at the counter 101 in the lobby 100, the remote attendant system 10 can have a person located away from the accommodation facility serve visitors as a remote attendant. The remote attendant is displayed in life-size on the transparent plate 40 standing on the counter 101, so that visitors can receive a realistic attendant service. Furthermore, the remote attendant system 10 can flexibly serve visitors in place of the local attendant, thereby improving the efficiency of the attendant service.

[0064] [Modifications regarding the display unit] A counter 101 in a lobby 100 of an accommodation facility may have multiple reception desks. In this case, it may be possible to switch between a local attendant and a remote attendant for each of the multiple reception desks (i.e., whether the video 42 of the remote attendant is displayed on the transparent plate 40 or not). In this case, the remote attendant system 10 includes multiple display units 41 corresponding to the multiple reception desks, and the control unit 32 switches whether to display the video 42 of the remote attendant for each display unit 41. For example, when a remote attendant attends at one reception desk and a local attendant attends at another reception desk, a unified attendant-like atmosphere is realized in which the remote attendant and the local attendant are side by side.

[0065] Furthermore, in the image 42 of the remote attendant displayed on the display unit 41, the actual clothes of the remote attendant (in other words, the clothes shown in the image captured by the camera 26 of the information terminal 20) may be superimposed with clothes different from the actual clothes. For example, the uniform of an employee of the accommodation facility may be superimposed on the actual clothes of the remote attendant. For example, the control unit 32 can display on the display unit 41 an image (AR (Augmented Reality) image) in which the uniform of the employee of the accommodation facility is superimposed on the actual clothes of the remote attendant based on the image data of the uniform stored in the storage unit 33. In this way, the remote attendant system 10 can suppress the visitor from feeling uncomfortable about the clothes of the remote attendant when the remote attendant is not wearing a uniform.

[0066] In addition, as a specific embodiment of the display unit 41, the display unit 41 may display an image 42 of a remote attendant on a transparent plate, which the visitor can see stereoscopically with the naked eye. In this case, a naked eye 3D display is used for the display unit 41.

[0067] Moreover, it is not essential that the display unit 41 is embedded in the transparent plate 40, and the display unit 41 may be a projector that projects an image 42 of a remote attendant onto the transparent plate 40. In this case, the display unit 41 is installed, for example, on the ceiling or wall inside the counter 101 (second area).

[0068] [Variations regarding calls] When the remote responder and the visitor use different languages, simultaneous interpretation (translation) may be performed. For example, when the remote responder uses a first language and the visitor uses a second language different from the first language, the audio information of the voice uttered by the remote responder acquired by the microphone 27 of the information terminal 20 is transmitted to a translation server (not shown) by the communication unit 23. The translation server translates the voice uttered by the remote responder from the first language to the second language by performing a translation process on the audio information, and transmits the audio information of the translated voice to the first call system 50 via the control terminal 30. As a result, the translated voice of the remote responder is output from the speaker 53.

[0069] Similarly, audio information of the visitor's voice picked up by the microphone 52 of the first call system 50 is transmitted to a translation server (not shown) by the control terminal 30. The translation server translates the visitor's voice from the second language to the first language by performing a translation process on the voice information, and transmits the audio information of the translated voice to the information terminal 20. As a result, the translated voice of the visitor is output from the speaker 28.

[0070] In this way, the remote response system 10 can facilitate smooth communication between a remote responder and a visitor by translating voices during a video call in real time.

[0071] [Effects, etc.] As described above, the remote response system 10 includes a transparent plate 40 that separates a first area in which a visitor is located from a second area in which an actual local respondent is located within an accommodation facility, a display unit 41 that displays an image 42 of a remote respondent located away from the accommodation facility on the transparent plate 40, and a first call system 50 that outputs the voice of the remote respondent within the accommodation facility and acquires the voice and image of the visitor and transmits them to an information terminal 20 used by the remote respondent. The first call system 50 is an example of a call unit.

[0072] According to such a remote reception system 10, the visitor can see both the actual local attendant and the remote attendant through the transparent plate 40. In other words, the remote reception system 10 can display an image 42 of a remote attendant located away from the accommodation facility as if the remote attendant were located within the accommodation facility.

[0073] Also, for example, the remote response system 10 further includes a mobile terminal 70 that is arranged around the transparent plate 40 and into which a visitor can input information by handwriting.

[0074] Such a remote reception system 10 can accept handwritten input from a visitor.

[0075] For example, the remote response system 10 further includes a human detection sensor 73 that detects the presence or absence of a person in the second area, and a control unit 32 that displays an image 42 of the remote responder on the display unit 41 when the human detection sensor 73 detects that no person is present in the second area.

[0076] Such a remote attendant system 10 can display an image 42 of a remote attendant when the local attendant is not present.

[0077] Moreover, for example, the remote response system 10 includes a plurality of display units 41. The control unit 32 switches for each display unit 41 whether or not to display the video image 42 of the remote response person.

[0078] In such a remote reception system 10, it is possible to switch for each display unit 41 whether or not to display the video 42 of the remote receptionist.

[0079] Also, for example, the control unit 32 selects one of the multiple candidates as a remote attendant based on the evaluation information of the multiple candidates, and causes the display unit 41 to display an image 42 of the selected remote attendant.

[0080] Such a remote response system 10 can select a remote response person based on the evaluation information.

[0081] Also, for example, the remote response system 10 further includes a camera for photographing the visitor, and the control unit 32 provides the remote responder with customer information of the visitor that is identified based on the image of the visitor photographed by the camera. In the above embodiment, such a camera is the camera 51 included in the first call system 50, but it may be a different camera.

[0082] Such a remote attendant system 10 can provide customer information of a visitor to a remote attendant.

[0083] Also, for example, the control unit 32 controls the environment within the accommodation facility based on the image of the visitor captured by the camera.

[0084] Such a remote response system 10 can control the environment according to the visitor.

[0085] Also, for example, the control unit 32 estimates the emotion of the visitor based on the image of the visitor captured by the camera, and controls the environment within the accommodation facility based on the estimated emotion.

[0086] Such a remote response system 10 can control the environment according to the visitor.

[0087] For example, the remote response system 10 further includes a cleaning device 71 for cleaning the periphery of the transparent plate 40 .

[0088] Such a remote response system 10 is capable of cleaning the area around the transparent plate 40 .

[0089] Moreover, for example, the display unit 41 further displays on the transparent plate 40 guidance information related to accommodation facilities.

[0090] Such a remote response system 10 can display guidance information regarding accommodation facilities.

[0091] Also, for example, the first call system 50 outputs the translated voice of the remote caller.

[0092] Such a remote response system 10 can facilitate smooth communication between a remote responder and a visitor.

[0093] Also, for example, in the image 42 of the remote attendant displayed on the display unit 41, clothing different from the actual clothing of the remote attendant is superimposed.

[0094] Such a remote reception system 10 can prevent visitors from feeling uncomfortable about the remote receptionist's clothing by matching the clothing of the remote receptionist with that of the actual receptionist.

[0095] Also, for example, the display unit 41 displays an image 42 of a remote attendant on a transparent plate 40, which image 42 can be viewed stereoscopically by the visitor with the naked eye.

[0096] Such a remote attendant system 10 can display an image 42 of the remote attendant that can be viewed stereoscopically by the visitor with the naked eye.

[0097] In addition, the remote response method executed by a computer such as the remote response system 10 includes a display step of displaying an image 42 of a remote responder located away from the accommodation facility on a transparent plate 40 that separates a first area where the visitor is located from a second area where the actual responder is located within the accommodation facility, and a call step of outputting the voice of the remote responder within the accommodation facility and acquiring the voice and image of the visitor located within the accommodation facility and transmitting them to an information terminal 20 used by the remote responder.

[0098] According to this remote response method, the visitor can see both the actual local attendant and the remote attendant through the transparent plate 40. In other words, the remote response method can display an image 42 of a remote attendant located away from the accommodation facility as if it were a local attendant located within the accommodation facility.

[0099] (Other embodiments) Although the embodiment has been described above, the present invention is not limited to the above embodiment.

[0100] For example, in the above embodiment, the remote response system is applied to a hotel, but it may be applied to a facility other than a hotel. For example, the remote response system may be applied to reception areas (such as entrances) of banks, commercial facilities, medical facilities, government agencies, etc.

[0101] For example, in the above embodiment, the remote response system is realized by a plurality of devices, but it may be realized as a single device. For example, the remote response system may be realized as a single device corresponding to an information terminal or a control terminal. When the remote response system is realized by a plurality of devices, the components (particularly functional components) of the remote response system may be distributed in any manner among the plurality of devices.

[0102] For example, the method of communication between the devices in the above-described embodiment is not particularly limited. In addition, a relay device (such as a broadband router) (not shown) may be involved in the communication between the devices.

[0103] In the above embodiment, the process executed by a specific processing unit may be executed by another processing unit. The order of multiple processes may be changed, or multiple processes may be executed in parallel.

[0104] In the above embodiment, each component may be realized by executing a software program suitable for each component. Each component may be realized by a program execution unit such as a CPU or a processor reading and executing a software program recorded on a recording medium such as a hard disk or a semiconductor memory.

[0105] Furthermore, each component may be realized by hardware. For example, each component may be a circuit (or an integrated circuit). These circuits may form a single circuit as a whole, or each may be a separate circuit. Furthermore, each of these circuits may be a general-purpose circuit, or a dedicated circuit.

[0106] Furthermore, the general or specific aspects of the present invention may be realized as a system, an apparatus, a method, an integrated circuit, a computer program, or a computer-readable recording medium such as a CD-ROM, or may be realized as any combination of a system, an apparatus, a method, an integrated circuit, a computer program, and a recording medium.

[0107] For example, the present invention may be realized as a remote response method executed by a computer such as a remote response system, or as a program for causing a computer to execute the remote response method. Furthermore, the present invention may be realized as a computer-readable non-transitory recording medium having such a program recorded thereon.

[0108] In addition, the present invention also includes forms obtained by applying various modifications to each embodiment that a person skilled in the art may think of, or forms realized by arbitrarily combining the components and functions of each embodiment within the scope that does not deviate from the spirit of the present invention. [Explanation of symbols]

[0109] 10 Remote response system 20 Information terminal 32 Control section 40 Transparent Plate 41 Display section 50 First call system (call section) 51 Camera 70 Mobile Devices 71 Purification Equipment 73 Human detection sensor (sensor)

Claims

1. A transparent plate separating a first area in which visitors are located and a second area in which a real person is located within the facility; a display unit that displays an image of a remote attendant located at a location distant from the facility on the transparent plate; a communication unit that outputs the voice of the remote attendant within the facility and acquires the voice and image of the visitor and transmits them to an information terminal used by the remote attendant; a control unit that displays an image of the remote responder on the display unit when a sensor that detects the presence or absence of a person in the second area detects that a person is not present in the second area. Remote response system.

2. The remote response system further includes a mobile terminal arranged around the transparent plate, which allows the visitor to input information by handwriting. The remote response system according to claim 1 .

3. The remote response system further comprises the sensor.

3. The remote response system according to claim 1 or 2.

4. The remote response system includes a plurality of the display units, The control unit switches whether or not to display the video of the remote attendant for each of the display units. The remote response system according to any one of claims 1 to 3.

5. The control unit selects one of the candidates as the remote attendant based on evaluation information of the candidates, and causes the display unit to display an image of the selected remote attendant. The remote response system according to any one of claims 1 to 3.

6. The remote response system further includes a camera for photographing the visitor. The control unit provides the remote attendant with customer information of the visitor that is identified based on the image of the visitor captured by the camera. The remote response system according to any one of claims 1 to 5.

7. The remote response system further includes a camera for photographing the visitor. The control unit controls an environment in the facility based on the image of the visitor captured by the camera. The remote response system according to any one of claims 1 to 6.

8. The control unit estimates an emotion of the visitor based on the image of the visitor captured by the camera, and controls an environment in the facility based on the estimated emotion.

8. The remote response system according to claim 7.

9. The remote response system further includes a cleaning device for cleaning the periphery of the transparent plate. The remote response system according to any one of claims 1 to 8.

10. The display unit further displays guide information regarding the facility on the transparent plate. The remote response system according to any one of claims 1 to 9.

11. The speech unit outputs the translated voice of the remote respondent. The remote response system according to any one of claims 1 to 10.

12. In the image of the remote attendant displayed on the display unit, the attendant's actual clothes are superimposed with clothes different from the actual clothes. The remote response system according to any one of claims 1 to 11.

13. The display unit displays an image of the attendant on the transparent plate, the image being stereoscopically visible to the visitor with the naked eye. The remote response system according to any one of claims 1 to 12.

14. A display step of displaying an image of a remote attendant located away from the facility on a transparent plate that separates a first area in which visitors are located and a second area in which a real attendant is located within the facility; a call step of outputting the voice of the remote attendant in the facility and acquiring the voice and image of the visitor and transmitting them to an information terminal used by the remote attendant; In the display step, when a sensor for detecting the presence or absence of a person in the second area detects that no one is present in the second area, the image of the remote responder is displayed on the transparent plate. Remote response methods.

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